Frequently Asked Questions

Technical Questions:

Why so hard to connect, log in etc?
When creating this site, we worked hard to ensure that client's security and privacy were respected. This meant generating random usernames and passwords for each time you visit as a client. This helps us - and you - remain secure, and your information remain confidential.

What do I need to make use of this site?
an internet connected pc or mac*, Internet Explorer v5 or above, or Safari v2* or above browsers (it may also work with other browsers), flash plug in version 8 or above. If you don't have the free Adobe (Macromedia) flash plug in, click the image below to download and install it.

What do I need to get the most out of this site?
a high speed (cable or DSL) internet connected PC (Windows98 or above), Internet Explorer v5 or above (it may also work with other browsers), flash plug in version 8, microphone and webcam.

* Can I use a mac?
we apologize, but  at the time of writing macs do not seem to support some of our technology - the countdown for the waiting room is an example. You are welcome to try, but at this time, Safari support is not complete, and we cannot support mac troubleshooting.

Why can't I connect?
We have noticed some PCs could not connect if they had Norton's installed. We recommend any Nortons products are uninstalled. We have found success with Zone Alarm Security Suite which contains anti-virus, firewall and anti-spam software. Click here to buy Zone Alarm.

What if there's a problem ?
This is a learning process. If you have a problem and have uninstalled Nortons completely (not just quit it), please write to support@.consultatherapist.com with as much details about what you are trying to do and your system set up (computer type, operating sysem, RAM, browser and browser version etc) and we will do what we can to help. Please remember though, that we cannot offer support for your set up other than suggestions. If your trouble persists, you may need to seek local support.

How do I see the practitioner when I'm in the chat room?
As long as you're not in the Acute room (Acute is text only), you should be able to see the practitioner. On the right side of the chat window is the practitioner's name, to the right of that is a small webcam icon ( ) click on that to open their viewer. You can also resize the viewer by clicking in the corner of the viewer and dragging (you'll notice your cursor changes shape when you are in the correct place). You can also move the webcam viewer anywhere within the chat window so it doesn't obscure any text chat.  You can also open your own viewer the same way to see exactly what the practitioner sees.

What is that screeching noise?
We recommend you use a microphone with headphones to avoid feedback. Feedback is the screeching noise you can hear sometimes when a microphone picks up sound from a speaker.

Do I have to use PayPal?
We have set up the Consult-A-Therapist web site to use PayPal, but you don't need a PayPal account to make use of our services - PayPal allows you to pay with your credit card directly. Click on the PayPal icon below for more details.

Will I have to pay PayPal to use their service?
No. PayPal is free to buyers.

If you have any other questions, please ask us by contacting support@.consultatherapist.com. Under normal circumstances we will endeavour to reply to all emails within 48 hours. Unless you specify otherwise, we may add your question (anonymously) to this FAQ to aid others.